No communication

I asked for my account to be downgraded from Platinum to Gold Cheque account, I was told to email My Branch. Upon emailing, no one asked me if I wanted the unlimited option or the pay as you go. No one even told me it was done. I had to phone FNB and ask personally and request a card. Then I realized when I checked on my internet banking and saw all the bank charges. The reason for reversing was to pay less bank charges now I am charged for both pay as you go and around the 15th of this month I will be charged for unlimited. So I am paying bank charges twice this month? Why didn't they ask me which option I wanted and just gone ahead and changed it to what they feel like? Why should I pay for pay as you go when I didn't ask for it???